Hi.
I have recently gone through extremely unpleasant experience with MtGox, and I want to share it here. This topic pursues two main goals. First is to receive official explanation from MtGox representatives as its support staff is apparently not able to provide any help beyond its predefined scenarios. Second is to beware other people in bitcoin community.
I will try to be as polite and understanding as a person who have lost over 20 thousand dollars can possibly be.
Short version of the story:Bitcoin deposit to the same address succeeded 2 years ago and failed now, and MtGox doesn’t answer why.
Long version of the story:I became interested in bitcoin in early 2011 and mined most of my coins on DeepBit. I have traded some of my earnings on MtGox in the first quarter of 2011 but the major amount of earnings was held on DeepBit account until 10 days ago. Back in 2011 I have made 4 deposits to MtGox, the first two were made via my local wallet, and the last two were made directly to the address provided by MtGox.
On the 3rd of April this year I decided that the time has come to trade my coins into dollars, so I went to MtGox and checked with deposit policy. It explicitly stated that I can use any of my old addresses to deposit. So I have transferred all my DeepBit balance to the last of the addresses and started to wait. 12 hours after, when the transaction got 6 confirmations, and my MtGox balance still showed no signs of money, I contacted MtGox support. They advised to wait and so I did.
36 hours later it became obvious that something went wrong so I contacted the support again. And then again, and again. The price got slippery so I tried to speed up my request processing by asking for priority escalation, but the only kind of answer I got in the following week was that the provided address is not linked with my account. I kept insisting on the investigation and provided the support with technical details that I believe proved my point.
Yesterday I received the final email from the support, which once again stated that the address is not linked to my account and that the support will not be able to help me. I requested the explanation of how the previous transaction to this address came out successfully but I haven’t receive any response so now I am writing this post.
Technical details:The address which I believe is linked to my account is 17gUsuNtEv1Ag9Pc9Y1X5Fe4PuqiUgd5it.
The last successful transaction to this address was 2011-06-05 15:26:00. The last successful transaction from this address was 2011-06-05 16:05:12.
My MtGox deposit history has the following record:
"2011-06-05 15:53:12",in,17gUsuNtEv1Ag9Pc9Y1X5Fe4PuqiUgd5it,1.47.
So basically on 15:26 money appeared on the provided address, then after 27 minutes money appeared on MtGox account, then after 12 minutes money gone from the provided address further to MtGox moneychain.
Now the recent unsuccessful transaction. Money appeared on the address on 2013-04-03 09:24:00, then gone further on 2013-04-03 09:25:04, but never made it to my MtGox account.
Technical links:Address info:
https://blockchain.info/address/17gUsuNtEv1Ag9Pc9Y1X5Fe4PuqiUgd5itOutgoing transaction for the sucessful deposit:
https://blockchain.info/tx/c16555123f21219f355c02a6be3998fe65e7800b337804cb5718daeba5afb979Outgoing transaction for the unsucessful deposit:
https://blockchain.info/tx/a7b7bd522f4e4fb60755c2360af10dffd1851499997fbef2f10701d6d3cf9a78It is worth noticing that the chain of transactions through which my money are currently going is very similar to the way MtGox deals with money, though I don’t have any proof.
I have three reasonable explanations for the situation.First, MtGox have deleted my old address from its accounts database as inactive (it has been almost 2 years since the last use), but it is still present in its money system.
Second, MtGox have lost control over some of its addresses and now my old address is operated by someone other than MtGox.
Third, MtGox tries to pull some trick thinking I will just forget about it.
Either way I haven’t received any notifications about whatever related to change of my account address, and MtGox deposit policy explicitly states I can use my old addresses.
And I have another couple of words about MtGox support. It is delightfully incompetent and ignorant. It has ignored my messages for over 2 days, it abruptly closed my tickets without any explanation, and it kept feeding me with “Sorry for the inconvenience”. I wonder how they are paid if loss of over 76 bitcoins is “inconvenient” for them. For me, is seems more like an extremely painful loss of a shitload of money.
The whole request processing took 9 days instead of declared 3 hours, and it still is not resolved.
The only regulation between MtGox and its users is trust, and incidents like this one destroy that trust completely. Though I still believe there are reasonable people in MtGox staff that will perform the actual investigation of the issue and provide me with an accurate explanation and compensation. My support desk request id is 64907.
PS: It would be really nice of moderators of Newbies section to move this topic to appropriate forum.
